Shipping & Returns

Important COVID-19 Update: Our delivery partners are experiencing delays and as a result, your order might take longer than the time frames mentioned.
We apologise for any inconvenience this may cause.

Delivery Australia Wide

If you are located in Australia and would like to calculate delivery charges, simply add your products to your cart and proceed through to the checkout. You will see an option to estimate delivery charges. Enter your postcode and select the state that you are in. If you are happy to proceed with your order complete the checkout process. Please ensure your address and orders are correct before finalising at checkout. Once the order is dispatched we are unable to make changes to the order.

Free Delivery Terms

For this month only we are offering Standard FREE Delivery for orders over $99.00**, see exceptions listed below.

** Remote Locations: For all Australian locations that are considered remote, there will be an additional charge of $15.00 for orders that are over the value of $99.00. This is due to recent price increases to remote locations making the cost of fright too expensive to include for free though we do cover part of the cost.

Free standard delivery is only available on online orders of $99.00 or more spent in a single transaction and applies to deliveries located in Australia only. This option must be selected at the checkout for the order to qualify for free delivery. Katachiware reserves the right to discontinue a free delivery promotion at any time without prior notice and/or to change the amount required for eligibility. Please also note that the free delivery threshold is determined by the final basket value after any promotional code has been deducted.

Wholesale & Hospitality Orders

Wholesale, hospitality or lager discounted orders please email us with your requirements at hospitality@katachiware.com.au. Alternatively, you can place an order for the items that you are interested in, select direct deposit at the checkout, add a note that you would like the delivery charges quoted on and we will come back to you with an official quote. ** We reserve the right to charge additional delivery charges for Wholesale, hospitality or lager discounted orders but will contact you to for approval of any additional charges.

International Orders

For international orders please enter your location at the checkout, a price is calculated on the spot. Note that the fees are quoted by Australia Post. If you are placing a large order, please email us with your requirements at info@katachiware.com.au for an official quote. Delivery times are quoted at the checkout and please allow a few additional days as all couriers are experiencing delays due to Covid restrictions.

Orders & Delivery

Standard packing and handling times are between 1-2 business days from the time of receiving your payment. We aim for delivery within 3-7 business days depending on your location. Goods are delivered by Sendle Australia which uses Fastway Couriers and Couriers Please. During peak seasons such as Christmas, Boxing Day and Easter there may be delays in shipping and we reserve the right to exceed these guidelines.

Once your order is dispatched you should receive a confirmation of the order being booked from Sendle Australia, this is done by text message or email.

Estimated Shipping Times

These are standard and courier express shipping times quoted by Sendle Australia. We regularly experience both slower and faster delivery times. Following is a guide of expected delivery times once your order has been packed and dispatched. Rural areas will obviously have longer delivery times.

Australia Wide Standard Free Delivery

Following is a typical example of how long it might take to receive your order if you choose to use our Standard Free Delivery option.

  • Western Australia (Perth): 4-9 business Days
  • South Australia (Adelaide): 4-6 Business Days
  • New South Wales (Sydney): 4-6 Business Days
  • Queensland (Brisbane): 4-7 Business Days
  • Northern Territory (Darwin): 4-9 Business Days
  • Victoria (Melbourne): 4-6 Business Days
  • Australian Capital Territory (Canberra): 4-6 Business Days

Rural areas may experience longer delivery times.

Australia Wide Courier Express Delivery

Following is a typical example of how long it might take to receive your order if you choose to use our Courier Express Delivery option.

  • Western Australia (Perth): 3-5 business Days
  • South Australia (Adelaide): 3-4 Business Days
  • New South Wales (Sydney): 2-4 Business Days
  • Queensland (Brisbane): 2-3 Business Days
  • Northern Territory (Darwin): 3-5 Business Days
  • Victoria (Melbourne): 2-3 Business Days
  • Australian Capital Territory (Canberra): 2-3 Business Days

Rural areas may experience longer delivery times.

Australia Wide Express Next Business Day Delivery

This is an example of how long it might take to receive your order with Australia Post Express Next Day Delivery.

  • Western Australia (Perth): 1-2 business Days
  • South Australia (Adelaide): 1-2 Business Days
  • New South Wales (Sydney): 1-2 Business Days
  • Queensland (Brisbane): 1-2 Business Days
  • Northern Territory (Darwin): 1-2 Business Days
  • Victoria (Melbourne): 1 Business Days
  • Australian Capital Territory (Canberra): 1-2 Business Days

Note that this option is not available at the checkout, please contact us for a quote. You can expect to pay 2-3 times the Courier Express Delivery costs.

Damaged Item or Parcel

While we take a lot of care in preparing and dispatching your parcel sometimes things don’t go to plan. If you have received your delivery and an item is damaged please choose from one of the following options.

Contact the courier company that delivered your item, they will ask you to submit a damaged parcel claim. It normally takes 7 days for the courier company to investigate the claim. If approved they will provide you with a refund on the purchase amount which allows you to place an order for the replacement item.

Contact us at info@katachiware.com.au to organise the claim for you. We will provide you with a Return Authority number and address to send the damaged item to. When sending back to us it is important that you include the original packaging, damaged item and any packing materials that were included. We will send out a replacement item and submit the claim to the courier company. Important: To receive a replacement, it is important that you include the original packaging, damaged item and any packing materials that were included.

We are not responsible for the cost of sending goods back to us for replacement or refund.

Returns Policy

It is important you receive an item which meets your expectations so if you are not sure before purchasing from our website please call to discuss and we will help you with your selection. If you change your mind and are seeking an exchange, refund or credit for a stock return, the freight will be at the purchaser’s expense and refund will be assessed once the unused goods have been returned.

We always aim to ensure all purchases are in good condition when packed and posted. In the unlikely event you do receive a damaged or faulty item please contact us within 7 days of receipt of your order. Refund will be available in the instance of all major faults/defects as per Australian Consumer Law. Should you receive damaged stock generally we ask you to email a photograph of the item along with the packaging and delivery label for our review.

Katachiware
Returns & Exchanges
P.O. Box 21370 Little Lonsdale St
VICTORIA 8011
Australia

To return an order please contact us first for a Return Authority Number. Then make sure that the goods are securely packaged and sent to the following address with a signature on delivery. We will contact you once the goods have arrived.

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